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Re: Dropbox app is not opening after Mac and Dropbox update

Dropbox app is not opening after Mac and Dropbox update

Sanar Sadaqa
Explorer | Level 3

i updated dropbox app and updated my mac both to the latest version then after that dropbox app refused to open , i tried deleting it then downloading an older version of the app but it still didn’t work, also i tried to download the latest version again and when it was downloaded there is no folder attached to the app to contain my shared work and also it still won’t open and gives an error message , how can i solve this ?

1 Accepted Solution

Accepted Solutions

Jay
Dropbox Staff

Yes, please could you try those steps and let me know how it goes. 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

16 Replies 16

Hannah
Dropbox Staff

Thanks for bringing this to our attention, @Sanar Sadaqa.

 

Can you send us a screenshot of the error message you're getting?

 

Also, do you have a Dropbox icon in your menu bar at the moment?

 

If you do, can you hover over it with your mouse and let us know what you see?

 

Thanks in advance.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Sanar Sadaqa
Explorer | Level 3

Screenshot 2023-11-30 at 8.32.00 AM.pngScreenshot 2023-11-30 at 8.35.37 AM copy.jpgScreenshot 2023-11-30 at 8.38.25 AM.png

Jay
Dropbox Staff

Hi @Sanar Sadaqa, could you click the blue link in the second image and then copy/paste the next in your next reply to see why the app isn't loading?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Sanar Sadaqa
Explorer | Level 3
bn.BUILD_KEY: Dropbox
bn.VERSION: 187.4.5691
bn.constants.WINDOWS_SHELL_EXT_VERSION: 67
bn.is_frozen: True
machine_id: 2ade8825-d636-5c5c-ae83-fe11b64ac99e
pid: 16838
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='sanarsadaqa', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Sanar Sadaqa', pw_dir='/Users/sanarsadaqa', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='sanarsadaqa', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Sanar Sadaqa', pw_dir='/Users/sanarsadaqa', pw_shell='/bin/zsh')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'sanarsadaqa', '_nsurlstoraged', '_adsklic'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'sanarsadaqa', '_nsurlstoraged', '_adsklic'])
DYLD_LIBRARY_PATH: None
cwd: '/'
     real_path='/'
            mode=0o40755 uid=0 gid=0
     parent mode=0o40755 uid=0 gid=0
HOME: '/Users/sanarsadaqa'
appdata: '/Users/sanarsadaqa/.dropbox/instance1'
         real_path='/Users/sanarsadaqa/.dropbox/instance1'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/sanarsadaqa/Library/CloudStorage/Dropbox'
              real_path='/Users/sanarsadaqa/Library/CloudStorage/Dropbox'
                    not found
              parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
                real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
                      mode=0o100755 uid=501 gid=20
                parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
                real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
                      not found
                parent not found
tempdir: '/var/folders/v0/j42q39ms3_d720ng0x628_340000gn/T'
         real_path='/private/var/folders/v0/j42q39ms3_d720ng0x628_340000gn/T'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
  File "desktop/dropbox/client/main.py", line 5501, in _setup_root_for_account
  File "desktop/dropbox/sync_root/helpers.py", line 547, in get_root_for_account
  File "desktop/dropbox/foundation/futures/basic.py", line 858, in result
  File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 249, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/432e3880-7938-4c27-91de-15db8efe5588’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/432e3880-7938-4c27-91de-15db8efe5588’., NSUnderlyingError=0x60000020b6c0 {Error Domain=NSFileProviderErrorDomain Code=-2013 "(null)"}}

 

Hannah
Dropbox Staff

Thanks for this error log, @Sanar Sadaqa.

 

Can you close the Dropbox app and then relaunch it from your applications folder, to see if that helps?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Sanar Sadaqa
Explorer | Level 3

I tried that and it didn't work , the same error message appeared "couldn't start Dropbox"

Jay
Dropbox Staff

Thanks for the info. When you uninstalled and reinstalled the app, did you perform an advanced reinstallation?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Sanar Sadaqa
Explorer | Level 3

no not really 

Sanar Sadaqa
Explorer | Level 3

should I delete it and reinstall it and perform an advanced reinstallation ?

Need more support?